Technical Support Manager

1 month ago

Centurion, South Africa Green Marble Recruitment Consultants Full time
Minimum requirements:
  • Bachelors degree in Information Technology, Computer Science, or related field.
  • Relevant certifications such as CompTIA Network+, MikroTik MTCNA, Juniper Networks Certified Associate (JNCIA) are beneficial.
  • Relevant certifications such as Juniper Networks Certified Service Provider Routing and Switching, Professional (JNCIP-SP), MikroTik MTCRE or equivalent certifications are preferred.
  • Proven experience (5 years) in a network engineering or related role within the ISP industry.
  • Seasoned experience working in a networking environment.
  • Experience with Network Security, WAN and LAN.
  • Experience working with wireless equipment, protocols, standards and wireless LAN design. Experience with Private Cloud Networking (Proxmox/KVM).
  • Strong technical background with in-depth knowledge of networking protocols, internet technologies, and ISP services.
  • Experience in implementing process improvements, performance metrics, and quality assurance initiatives.

Responsibilities:
Team Leadership:
  • Lead and manage a team of technical support agents, providing guidance, coaching, and mentoring to ensure high performance, motivation and job satisfaction.
Customer Support Excellence:
  • Maintain a customer-centric approach by ensuring prompt and effective resolution of customer inquiries, technical issues, and service requests, while maintaining a high level of customer satisfaction.
Escalation Management:
  • Serve as the primary point of contact for escalated technical issues, providing timely and effective resolution, and managing communication with customers, internal stakeholders, and third-party vendors.
Process Improvement:
  • Continuously assess and improve support processes, procedures, and workflows to enhance efficiency, productivity, and service quality.
  • Manage/participate in network-related projects, including network upgrades, migrations and expansions.
  • Estimate network capacity requirements and plan for scalability to accommodate business growth and changing needs.
Performance Monitoring:
  • Implement key performance indicators (KPIs) and metrics to monitor the performance of the technical support team, track progress, identify areas for improvement, and drive accountability.
Training and Development:
  • Develop and deliver comprehensive training programs for technical support staff to ensure they have the necessary skills, knowledge, and expertise to deliver exceptional support services.
Technical Expertise:
  • Maintain a strong understanding of ISP technologies, network infrastructure, and services to provide technical guidance, troubleshooting assistance, and expertise to both customers and team members. A sound understanding of fixed wireless networks is a benefit.
  • Design and plan network solutions, including LAN, WAN, Data Centre and Cloud Networks.
  • Develop network architectures that meet the company's current and future requirements.
  • Configure, deploy and manage network devices such as routers, switches, firewalls, load balancers and wireless controllers.
  • Implement and maintain network services and protocols.
  • Implement and enforce network security measures, including firewalls, intrusion detection/prevention systems, access controls and VPNs.
  • Monitor network traffic for security threats and vulnerabilities.
  • Diagnose and resolve complex network issues, utilising advanced troubleshooting techniques and network monitoring tools.
  • Analyse network performance data to identify and address bottlenecks and irregularities.
  • Optimise network performance by analysing traffic patterns, adjusting configurations and implementing quality of service (QoS) measures.
  • Utilise network monitoring and analysis tools to proactively monitor network health, identify issues and respond to incidents.
Collaboration:
  • Foster strong collaboration and communication with cross-functional teams, including network operations, infrastructure, sales, and customer service, to ensure alignment and coordination in delivering seamless support experiences.
Quality Assurance:
  • Implement quality assurance processes and procedures to ensure adherence to service level agreements (SLAs), compliance with industry standards, and consistent delivery of high-quality support services.
Documentation and Reporting:
  • Ensure accurate documentation of support interactions, technical issues, resolutions, and customer feedback, and generate regular reports to provide insights into support performance and trends.

Knowledge, Skills and Attributes:
  • Strong understanding of networking concepts, protocols, architectures and services.
  • Proficient in configuring and managing network devices such as routers, switches, firewalls, load balancers and wireless controllers.
  • In-depth knowledge of network protocols and technologies such as BGP, OSPF, VLANs, VPNs, QoS and security protocols.
  • Hands-on experience with network monitoring and analysis tools.
  • Strong communication skills, both verbal and written, to convey technical information effectively.
  • Proficient in network administration and configuration tools.
  • Analytical problem-solving skills to diagnose and resolve complex network issues.
  • Strong project management skills to lead and contribute towards network projects.
  • Familiarity with network security principles and best practices.
  • Strong proficiency in IT systems and technologies relevant to internet service provision.
  • Exceptional leadership and people management capabilities.
  • Customer-centric approach with adept problem-solving skills specific to internet connectivity issues.
  • Capacity to thrive within a dynamic, collaborative environment.
  • Familiarity with support ticketing systems and CRM tools tailored to internet service provision.
  • Ability to communicate technical information effectively to both technical and non-technical audiences.
  • Ability to effectively prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.

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